Overview

This document will guide you through the setup and configuration of your Customer 360 Details page, which is a detailed view of a single customer in Gainsight, created by pulling data from a variety of sources. The C360 Details page is composed of multiple sections.

There are three types of sections you can include in the C360:

  • Standard sections: available out-of-the-box with Gainsight (for example, Summary, Attributes, Sponsor Tracking), but can be modified to some degree by an Admin.
  • Related list sections: to display reports on a particular topic (for example, Surveys, Contacts).
  • Embed page: for embedding visualforce pages or URLs, to display things like SFDC Chatter, or Box (file storage), in their own C360 section.    

Note: Currently there is no hard limit regarding the number of related lists that can be added to the C360. This is because any performance issues you may encounter (such as slow load times) will greatly depend on the size of the list being referenced, and the complexity of the query.

You can also learn more about configuring and using the C360 in our free self-paced e-learning courses on Gainsight University.

Standard 360 Sections

Gainsight comes with 13 standard Customer 360 Sections:

  1. Summary (For more information, refer to the Customer 360 Summary Section Configuration article.)
  2. Scorecard
  3. Attributes (For more information, refer to Attributes section in the Configure Customer360)
  4. Transactions
  5. Cockpit
  6. Features
  7. Usage: This feature will be retired soon. Gainsight strongly recommends you to configure and use, the more advanced Adoption Explorer instead, for enhanced capabilities. For more information on Adoption Explorer, refer to the Configure Projects in Adoption Explorer (path) article.
  8. Surveys: configure the NPS® score or Average NPS® score to display in this section. (For more information on how to get NPS® score from Survey 2.0, refer to the Survey 2.0 FAQ article.)
  9. Sponsor Tracking (For more information, refer to the Configure Sponsor Tracking article.)
  10. Relationships
  11. Success Plans
  12. Person
  13. Adoption Explorer

Configure Custom C360 Layouts

You can create up to 11 custom C360 layouts and apply them to different Accounts and Users. Each layout can contain different sections and reports. Every org has one default layout which can be cloned or modified, but not deleted. For more information, refer to the Configure Custom C360 Layouts article.

Add and Configure New C360 Section

To configure Customer 360 sections (within a layout):

  1. Navigate to Administration > C360 Layouts, and edit the relevant layout (or create a new one).
 
The following image shows a few sections within a layout:
 
  1. Select the required checkboxes in the Show in field to mark the target locations where you would like show the specific section. The supported target locations are Customer 360, Account Widget, Opportunity Widget, Service Cloud Widget, and Mobile. 
    Note: If you select the Account Widget checkbox, the specific section will display in both the Account Widget and Case Widget for an Account, if configured.
  2. Click the Pencil icon to change the name of the C360 section or select where to show the section.
  3. Click the Gear icon to configure the C360 section.
  4. (Optional) Click the Delete icon to remove the specific section from the layout.

Person Section in C360

Person section in C360 can be used to view the list of people associated with a company based on data from Gainsight Person Model. You can add a new section called ‘Person’ to C360 from Administration > C360 Layouts page. For more information on adding this section, refer to the Configure 360 Person Section article.

Configure Related List and Embedded Page Sections

Build Embedded Page Sections

With embedded pages, you can configure a section of the C360 to access a web page via a URL. You can use path parameters and query parameters to define variables for the embedded URL.

One use case where path parameters could help is for customers who use sites like Google Drive or Box.com to manage files. With path parameters, users can configure an embedded page section to access folders from these sites on the C360. For example, let’s say a company named Civilia is using Gainsight, and is also using Box.com to manage customer files with a folder for every customer. The path or URL to access their folder for a company called Summer Way is www.civilia.box.com/SummerWay. If we wanted to access this from the Embed Page section of Summer Way’s C360, we could pass the variable “SummerWay” as a path parameter. In that case, our configured URL would be https://www.civilia.com/${folderName}. Under conditions, we would define folderName = Company Name.

To embed a page in a C360 section:

  1. Navigate to Administration > Company > C360 Layouts, and edit the relevant layout.
  2. Drag and drop the Embed Page section from the LOCAL Available sections to the Selected sections.
  3. Click the CONFIGURE icon on the new section.
  4. Enter the following details:
    1. Change the name of the section If required.
    2. (Optional) Enter description to the section.
  5. Enter an appropriate URL in the URL text box. Both query parameters and path parameters are supported to define variables for embedded URLs.
    Note: In order for the Embed Page configuration to recognize a section of the URL as a path parameter, the variable must be formatted as ${x} where x is the path parameter. If this formatting is not applied, the path parameter will not be recognized and will not be applied. This formatting is used to denote a parameter regardless of where it is in the URL. Admins can use the format ${x} to denote query parameters as well where x could be the query parameter. 

6.17 360 Path Parameter for Embedded URL.jpg

  1. Height: Enter the number of pixels in Height. For example, 600.
    • Note: The minimum height for these sections is 100 pixels.
  2. URL Preview: Check this field to see an example of the URL the embedded page section will access based on your current parameter configurations. If you change these configurations, click the Update button next to the URL Preview to see your changes reflected in the field.
  3. Bundled Parameter: Click Bundled Parameter to add bundle parameters under a namespace. For example, {group : {param1 : value, param2 : value}} .
  4. Parameter: Click Parameter to pass parameters to the embedded page. The parameters are passed as  URL query string parameters. For example, param1=value&param2=value.
  5. Type appropriate key and value in the text boxes that appear. Optionally, you can fetch values dynamically using the select field dropdown list.
  6. Click SAVE.

The embedded page now appears in the C360 embed section.

Note: You must add the Gainsight widget to Account and Opportunity pages to see the embedded page or URL, if Account Widget and Opportunity Widget checkboxes are selected. For more information on a specific example of how embedded pages work, refer to the How to Add Chatter to C360 article.

For more information on how to add an Embedded Section to R360, refer to the Add Embedded Page to Relationship 360 article.

Configure Customer Search Settings (C360)

Admins can configure custom search settings for the search bar that appears in the right corner of every page:

1. Navigate to Administration > Customers > Customer Search Settings > CONFIGURE.

2. Select one or more field names that you would like to use for searching customers.

By default, you can search customers using Customer Info > Name.

Note: We recommend including no more than 2 fields in search criteria in order to preserve search performance. However, you can add more fields, but don’t check the “Include in Search” option. These additional fields will display in the search results as pictured below:

 

Add Widget type reports to Customer 360


Admins can add Widget report types to the C360 as a new summary section. Reports created on SFDC, MDA, and Data Spaces and with a lookup to Account object can be added to the C360 page. 
 
Note: If the fields used in the report do not have a lookup to account, the widget report cannot be displayed in C360 or R360. 
To create and add a widget report type to C360: 
  1. In the Report Builder, create a report and select Widget as the visualization type. 
  2. Navigate to Administration > C360 Layouts
  3. Click Configure (gear icon) on a Summary section. The Configure Section dialog appears. 
  4. Click Widgets tab. The widget reports available in the current org are displayed. 
  5. Drag a report from the list and drop in the Preview area. 
  6. Click Save. The Widget report is added to the layout and visible in the C360 page. 
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